Dona Ann Sophia Welmelaga
Customer Relations Officer Cum Admin Assistant
KualaLumpur ,Kuala Lumpur
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
14
14
years of post-secondary education
Work History
Customer Relations Officer
Hicom Auto Sdn Bhd (Volkswagen Seremban 3S Centre)
03.2016 - 03.2018
- To take responsibility for being the first point of contact for all customers, ensuring that a high quality of service is delivered at all times
- To ensure that all enquiries by customers are dealt with promptly, in line with agreed standards and targets
- To deal with complaints and orders and also answer questions about products and services
- In order to fulfil these general responsibilities, I sometimes interact with the public face-to-face, but they also use technology, such as email, on-line chats and telephones
- To have full knowledge and ability to access all services, sales and after sales alike; to help meet the individual needs of our customers
- To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the company’s performance standards and the business objectives
- Liaise with colleagues in Head offices, contractors and other partner, agencies as appropriate to resolve enquiries and prepare for showroom events and agenda's accordingly,
- Ensuring that team members are kept up to date with any information received following attendance at meetings and latest info of sales and after sales.
- To take ownership and responsibility for all enquiries presented to the company, identify customer needs, and utilizing appropriate questioning and listening skills to identify and offer appropriate solutions
- To ensure that all data and feedback are used effectively to help process customer enquiries and accurately maintain all records in a time critical environment
- Carry out all administrative tasks relating to the Customer Relations and any necessary follow-up work in relation to incoming calls and visits
- To complete Customer Satisfaction Surveys and all outbound activities in line with team objectives and input all data and update it in to CRM system to collect and maintain new and old customer data.
- To maintain a comprehensive knowledge of company services, policies and procedures in relation to the role
- To represent the Customer Service Centre on groups and forums as required
- To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements.
Customer Service Officer
Cago Business Machines Sdn Bhd/ Ultimate Club/Golden Pacific Leisure Group
12.2014 - 05.2015
- I had various responsibilities in this job as a customer service officer
- I was a team leader on certain days, where I was the person in charge of handling all cash flow in and out
- This involves using Microsoft Excel for data entry and basic accounts behind main cashier desk, filing and event management cum client liaison on promotion days
- As team leader I must keep team mates informed and coordinate them to accommodate to clients arriving to the outlet and to meet their needs
- My daily tasks also include sales closing and profit cash close and report hand over to club manager
- My job required me to display positive interpersonal skills, thoroughness, carefulness and active listening skills as well as efficiency in management skills
- Punctuality and teamwork were among other important qualities required.
Junior Reporter / Stringer
The Star Publication Sdn. Bhd
05.2009 - 07.2009
- Working in this position, my duty was to cover daily events in the district of Kuantan and outskirts of town
- Task given included extensive photography for columns and mug shots, interviews with the Participants of the event, important guest, VIPs and VVIPs
- The job also required my creative writing skills using all possible Microsoft Office tools, reply to E-mails, and send E-mails
- Good command of English was required
- I was encouraged to work on my own independently with less supervision
- My major achievement in this position was when my article was published in the centrefold of the newspaper.
Sales Representative/ Promoter
Ogawa World Berhad Outlet
01.2007 - 08.2007
- Sell and promote Health & Fitness beneficiary products of Ogawa
- Tasks were to serve customers, assist them on testing product, for them to feel comfortable and familiarize with the product desired
- I had to be a customer care officer at the same time attending to customer’s enquiry, complaints and curiosity
- Punctuality, less supervision, independence and speed progress in related field were expected
- My strength was being creative in communication, persuasion and observing customer behaviors and tendencies, as it was most required in my line of job to be able to close number of sales before the end of the day to reach monthly sale goals.
Education
Foundation Programme - undefined
University Tunku Abdul Rahman
Kampar 01.2012 - 04.2013
Foundation Programme - undefined
University Tunku Abdul Rahman
Kampar 01.2010 - 04.2011
Diploma in Graphic Designing - undefined
Cosmopoint KLMU
Kuala Lumpur 01.2007 - 04.2008
Form 1-5 Secondary School Education - undefined
S.M.K Tengku Afzan
Kuantan 01.2001 - 04.2005
Standard 1-6 Primary School Education - undefined
S.R.K Assunta Convent
Kuantan 01.1995 - 04.2000
Skills
Microsoft Office
Personal Characteristics
- Team Player
- Versatile, adapt to any given situation
- Able to work under pressure fine
- Independent to work alone
- Willingness to Learn.
Dateavailabletojoinduty
05/11/24
Owntransport
Yes
References
NIL
Personal Information
- Expected Salary: RM 2,500.00 Negotiable
- Date of Birth: 29/06/1988
- Gender: Female
- Nationality: Malaysian
- Marital Status: Married
Languages
English
Tamil
Bahasa Melayu
Timeline
Customer Relations Officer
Hicom Auto Sdn Bhd (Volkswagen Seremban 3S Centre)
03.2016 - 03.2018
Customer Service Officer
Cago Business Machines Sdn Bhd/ Ultimate Club/Golden Pacific Leisure Group
12.2014 - 05.2015
Foundation Programme - undefined
University Tunku Abdul Rahman
01.2012 - 04.2013
Foundation Programme - undefined
University Tunku Abdul Rahman
01.2010 - 04.2011
Junior Reporter / Stringer
The Star Publication Sdn. Bhd
05.2009 - 07.2009
Sales Representative/ Promoter
Ogawa World Berhad Outlet
01.2007 - 08.2007
Diploma in Graphic Designing - undefined
Cosmopoint KLMU
01.2007 - 04.2008
Form 1-5 Secondary School Education - undefined
S.M.K Tengku Afzan
01.2001 - 04.2005
Standard 1-6 Primary School Education - undefined
S.R.K Assunta Convent
01.1995 - 04.2000
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